Customer Service Representative

About the role

The Customer Service Representative provides first‑line support for users of DocMagic’s eMortgage SaaS solutions. You will respond to product and workflow questions via phone, email, chat and ticketing systems, performing initial troubleshooting and guiding customers through software processes. The role requires strong technical aptitude and the ability to manage multiple systems in a fast‑paced environment.

Key responsibilities

• Deliver telephone, email, chat, and ticket‑based assistance for product and workflow inquiries.
• Navigate multiple applications, browser windows, and customer records simultaneously while assisting users.
• Perform initial troubleshooting, reproduce reported behavior, and follow diagnostic steps.
• Research issues to determine if they stem from user error, system functionality, configuration, or require escalation.
• Guide customers through software navigation, settings, and document processes with clear instructions.
• Create detailed support tickets documenting impact, troubleshooting performed, and next steps.
• Escalate unresolved technical issues to Technical Support, Product, Compliance, or other internal teams.
• Monitor queues, prioritize requests, and meet responsiveness and documentation standards.

Required profile

• 3+ years of experience in customer service, call center, technical or software support.
• Demonstrated ability to learn and navigate new software systems quickly.
• High school diploma or equivalent.
• Proficiency with Microsoft Outlook, Word and working knowledge of Excel.
• Ability to manage multiple active tasks accurately in a queue‑based, fast‑paced environment.

Required skills

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Web‑based applications and browsers
• Salesforce (preferred)
• CRM and ticketing platforms
• Live chat and knowledge‑base tools

What we offer

• Comprehensive health coverage and paid time off.
• Company‑paid holidays and 401(k) matching.
• On‑site wellness classes, snacks, and monthly food trucks.
• Team‑building activities and employee gatherings.